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View Diary: California's Employment Development Department (EDD) Facing Backlash of Criticism (15 comments)

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  •  Only one in four calls could not get through? (3+ / 0-)
    Recommended by:
    SixSixSix, Librarianmom, kurt

    BS.  Everyone I know still has to set aside a couple hours if they need to call EDD.  They make you go through the whole menu before they drop you, too, meaning you can only call about 20 times an our.

    Back in '08, I once called non-stop during their business hours for two solid weeks.  10 friggin days.

    They definitely need more claims agents on the phones.  There is just no doubt about that.  But that takes a larger operating budget, and our "Democratic" governor would much rather build prisons.

    "But the traitors will pretend / that it's gettin' near the end / when it's beginning" P. Ochs

    by JesseCW on Sat Sep 21, 2013 at 02:54:04 PM PDT

    •  It's a ratio (0+ / 0-)

      The one in four calls statement made in the article cited refers to a ratio 1:4, as in one out of four calls made to the EDD office don't go through.

      So the ratio does indicate that there's a high probability that the phone calls are not answered.

      •  That means 1 in 4 calls don't get through to voice (1+ / 0-)
        Recommended by:
        JesseCW

        menu, not 1 in 4 calls don't get through to a human.

        I doubt 1 in 20 calls get through to a human, because the system is designed that way on purpose. It's atrocious.

        •  Voice menu or voice mail? (0+ / 0-)

          For voice menu, anyone can get through the options but for the option you really want, if say you want a live person or voice mail, that's the option you can't get because the line is always busy.  The EDD phone line is always operational and you can select more than one option (including Tele Cert).

          It doesn't really matter at this point what the ratio is because the bottom line is, no one can get through to a live person at the EDD line.  It's like pulling teeth.  The among of time you have venting at EDD could probably be put to better use by going to business-related events with networking opportunities, interviewing or whatever else.

          And what the EDD does to the unemployed is asinine.  Every unemployed worker needs to get back to work and hopefully with a better paying job.  Well, in interviewing, hiring managers evaluate candidates based on their presentation.  The EDD's problems put stress on unemployed to the point where they have to scream.

          I don't think anyone at the EDD answers the phone.  I'm told the problem with the organization is that too many unemployed people to deal with.  REALLY?  So everyone is constantly on the phone?  I seriously doubt this.  If this is the case, why is it that unemployed CA residents have to always get an appointment to get a live person?  Mind you, this appointment is days away or a week or so away and the EDD people who talk to you really do treat you like dirt.

          I don't think the agency pays its workers well.  Either that or they must be borderline like certain disgruntled U.S. Postal Workers were in the 1990's.

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